Principal AI Solutions Architect, Customer Success

Job Description

We are seeking an experienced Digital Bot / Agentic AI professional to design, develop, and support digital bot, routing, IVR, and AI-driven solutions. The ideal candidate will have strong experience with Genesys platforms, Digital CCaaS, conversational AI, routing applications, and agentic AI technologies, along with proven customer-facing consulting experience.

Key Responsibilities

• Manage project initiatives of strategic importance to the organization.
• Participate in customer workshops and design digital bot flows using Genesys products, design best practices, and product-specific capabilities.
• Independently design, develop, and maintain routing applications for Digital Virtual Agents and Digital Agentic Virtual Agents.
• Collaborate with Genesys technical teams and business partners to deliver scalable digital solutions.
• Create accurate development effort estimates in collaboration with team managers, Professional Services project managers, and regional managers.
• Analyze complex technical issues and exercise independent judgment in selecting appropriate methods, techniques, and evaluation criteria.
• Work with the Product Owner and Scrum Master to drive user story creation and ownership for SS&AI-owned epics covering IVR, Routing, and Bots.
• Lead SS&AI team delivery and ensure successful execution of assigned initiatives.
• Present and demonstrate proposed digital bot solutions to customers and stakeholders.
• Perform knowledge transfer and documentation of delivered solutions at the conclusion of engagements.
• Create and execute test scripts for call flows and other application logic.
• Leverage existing Genesys tools, logs, and reporting capabilities to provide UAT and QA support.
• Collaborate effectively across global teams while considering cultural, language, and time-zone differences.
• Demonstrate flexibility in working hours to accommodate customer and team interactions.
• Provide feedback to Product teams regarding issues with APIs, products, documentation, and architectures.
• Work independently to provide customer-facing technical consulting and help define key deliverables, outcomes, coding best practices, and deployment strategies.
• Contribute as a team player and support organizational goals.

Minimum Requirements

• Bachelor's or Master's degree in Computer Science, Engineering, or a related field, or equivalent experience preferred.
• 10+ years of experience with commercial Digital CCaaS applications, routing, bots, and software development using appropriate development tools.
• Experience with Advanced Speech Recognition engines.
• Additional programming experience with languages such as PHP, Java, or C# is a plus.
• 6+ years of experience working with digital and/or voice bots on platforms such as Google Dialogflow and Amazon Lex.
• Hands-on experience with webhooks, fulfillment, and bot development.
• Ability to work U.S. business hours.
• Demonstrated understanding and practical experience using Generative AI and Agentic AI tools.
• Proven experience in a customer-facing technical role, including handling challenging customer situations and providing thought leadership in client consulting.
• Strong understanding of IVR application architecture, including: Web components, Telephony, Caching, Prompt servers, Automatic Speech Recognition (ASR), Operational diagnostics.
• Ability to work independently with general direction and take initiative in defining and developing new product features.
• Strong analytical, programming, troubleshooting, and problem-solving skills.
• Ability to quickly learn and adopt new technologies and product capabilities.
• Excellent verbal and written communication skills in English, with the ability to communicate effectively with both technical and business audiences.
• Ability to effectively consult with clients, vendors, and internal teams in a fast-paced environment with flexible schedules.
• Experience assisting with escalated customer issues originating from customers or partners.
• Willingness to travel when required.

Desirable Skills

• Demonstrated experience designing, developing, and supporting Agentic AI bots, including: Autonomous decision-making, Tool integration, Workflow orchestration, Memory management, Prompt engineering, LLM-based conversational AI.
• Hands-on experience developing and deploying Genesys solutions using tools such as: Genesys Cloud, Genesys Architect, Dialog Engine, Composer, Designer, Intelligent Automation.
• Experience with Google Dialogflow and Amazon Lex.
• Genesys Google Cloud Platform or AWS certification.
• Experience with bot and intent tuning.